Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulent sales practices. Company sold an inferior product power chair incapable of going up a standard wheelchair accessible ramp to get into a minivan. When I returned it the company chose to rob a senior citizen on social security 30% of the purchase price. The company knew when they sold it that it wasn’t capable of ascending up the ramp but they sold it knowing that it would be returned and they would keep a third of the price I paid for it. That’s highway robbery and mistreatment of a senior citizen. They owe me $1000.00.

  

  Business Response

  Date: 09/04/2025

  Dear *****,

  Regarding the incline of the ramp, the Americans with Disabilities Act (ADA) sets the standard slope for wheelchair ramps at 1:12, which equates to an incline angle of approximately 4.8 degrees. The Pride Jazzy EVO 614 HD, the model in question, is rated and tested by the manufacturer to safely operate on inclines up to 6 degrees. If the ramp you have does not meet ADA requirements, you did not make us aware of that during the sales call. As a courtesy SpinLife will provide you with a concession by providing you with a partial refund on the restocking fee.

  Customer Answer

  Date: 09/05/2025

  our wheelchair ramp was not more than 6 degrees. The power chair I returned because it would not go up a 2-3 degree ramp much less a six degree ramp. This chair weighs over 200 pounds and with me in it’s over 450 pounds and can not go up a 6 degree ramp as they claim. I would not have returned it if it could. They are charging me a restocking fee for something that could not do what I was told. I would not have purchased it if they were honest and said it doesn’t do ramps. I should not have to pay for their misrepresentation of the chair’s capabilities. I am willing to pay the $200 return shipping but not for them picking it up and restocking fee. They will just sell the returned chair to someone else who can’t use it so they can keep that person’s money. My only income is social security and I can’t afford to donate $1000 of it for poor sales representation of the chair’s capabilities. They owe me $1,000.00.
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/11/2025

  Dear ***** ******,

  After further review of you complaint SpinLife will be refunding you for the restocking fee and the White Glove return fee, however the return shipping fee will not be included in the refund. 

  Customer Answer

  Date: 09/11/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of this year I purchased a electric scooter from spinlife. Golden is the name on scooter.I have been unable to use it becase it will not work. Charged battery for 36 hrs. But no avail. Have constantly called to get help. They constantly email me different phone numbers that donot answer nor accept messages nor accept text. It is sitting in my home taking up valuable space in which I have fallen over it due to me having mobility issues.

  I am requesting a full refund and they remove their merchandise which has now become a safety hazard.

  

  Business Response

  Date: 07/16/2025

  Dear ****** ****,
  
  We are sorry to hear that you are having an issue with your new product. We have shipped to you new batteries that you have received and SpinLife is sending a field service technician at no charge to you. He is to install the batteries for  you and evaluate your product for any other issues as we do want you to have a working mobility device Our records indicate that you do have a service appointment set for July 16th. We will review the report the service technician sends in after completing his service call and address with the manufacturer if other issues are found. 

  Customer Answer

  Date: 07/23/2025

  Good evening, 
  I have been abused and  chested out 9f my money. I have read stories of people abusing the elderly. I never dreamed I would be a victim with a legitimate company such as Numotion and Spinlife.
  I purchased a mobility scooter by mail for 1872.00  over a month ago. Upon arrival instructions stated to charge battery for 24 hours.  To my dismay, no battery.
  Upon informing  of this , a battery arrived 8 dsys later.  Charged battery for 24 hrs, after placing battery in it would not start, no lights, no horn, nothing.  After contacti  Spinlife by phone and email numerous times they informed me I can return but there would be a250.00 restocki g fee and I would be resposible for all shipping..
  This is for a scooter that has set in my living room for over 3 weeks as a conversation piece. I have mobility issued and it has prevented me from usage of portions of my home. They finally provided me with phone werewenumber to a  repair person. Never answered, rejects messages, as well as texts.
  Finally a month has expired, I bgin to check reviews and thry were  having  customer service or had experienced  horrible experiences. 
  I posted my problems and the next day a repair person named  *****, the same person I had placed 42 calls to and never answered,  nor accepts message nor text called to set a appointment. 
  I called the number back and he answered out of curiosity. 
  He arrived in 2 days very prompt.
  There was no fuse, according to *****.
  The electrical  wires  were not hooked up.
  This is in the factory when putting the scooter together. 
  I relayed to him that the instruction ****** never mentioned thi s in trouble shooting. This area is strictly to be handled by professional license personnel  he stated.
  I have had to pay ****** to rent a scotter while on vacation  while the scooter I purchased stayed behind in my living room as a conversation piece. 
  I no l9nger want this scooter. Will not recommend Spinlife to anyone.
  Once they have your money they throw you to the curb. You are the past and on to the next unsuspecting victom.
  
  Get Outlook for Android

  Customer Answer

  Date: 07/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23580334
  
  I am rejecting this response because: 
  
  Regards,Good evening, 
  I have been abused and  chested out 9f my money. I have read stories of people abusing the elderly. I never dreamed I would be a victim with a legitimate company such as Numotion and Spinlife.
  I purchased a mobility scooter by mail for 1872.00  over a month ago. Upon arrival instructions stated to charge battery for 24 hours.  To my dismay, no battery.
  Upon informing  of this , a battery arrived 8 dsys later.  Charged battery for 24 hrs, after placing battery in it would not start, no lights, no horn, nothing.  After contacti  Spinlife by phone and email numerous times they informed me I can return but there would be a250.00 restocki g fee and I would be resposible for all shipping..
  This is for a scooter that has set in my living room for over 3 weeks as a conversation piece. I have mobility issued and it has prevented me from usage of portions of my home. They finally provided me with phone werewenumber to a  repair person. Never answered, rejects messages, as well as texts.
  Finally a month has expired, I bgin to check reviews and thry were  having  customer service or had experienced  horrible experiences. 
  I posted my problems and the next day a repair person named  *****, the same person I had placed 42 calls to and never answered,  nor accepts message nor text called to set a appointment. 
  I called the number back and he answered out of curiosity. 
  He arrived in 2 days very prompt.
  There was no fuse, according to *****.
  The electrical  wires  were not hooked up.
  This is in the factory when putting the scooter together. 
  I relayed to him that the instruction ****** never mentioned thi s in trouble shooting. This area is strictly to be handled by professional license personnel  he stated.
  I have had to pay ****** to rent a scotter while on vacation  while the scooter I purchased stayed behind in my living room as a conversation piece. 
  I no l9nger want this scooter. Will not recommend Spinlife to anyone.
  Once they have your money they throw you to the curb. You are the past and on to the next unsuspecting victom.
  
  Get Outlook for Android
  
  ****** ****

  Customer Answer

  Date: 07/23/2025

  today
  
  **************
  Good morning
  Complaint: ********
  My phone no is: **********
  
  7:46 AM Send from **************

  

  Business Response

  Date: 07/25/2025

  SpinLife sent service technician. He attached some wires and put in a fuse and the scooter was working properly when he was done. The product was not defective. We have offered Ms. **** a $250.00 credit if she decides she would like to keep the scooter. In addition we have also gave her the option to return the scooter with a full refund. SpinLife is waiving the restocking fee and will cover the return shipping costs. We are waiting to hear back from her as to how she would like to proceed. 

  Customer Answer

  Date: 07/31/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23580334
  
  I am rejecting this response because: 
  
  Regards,Good morning,  
  In regard to the repair
  Tech stated he has no fuse for the front of scooter. Was able to get it working after 60 mins. Of trial and error.
  This scooter was not brand new.
  This is the most abusive of elderly abuse from a dealer I have come across.
  You have reninqued on your contract.
  Sold me merchandise in unworkable condition.
  Refused service for 6 weeks.
  Kept my money and still has it.
  Only willing to compensate ****** if kept.
  Nothing for my loss of use.
  Nothing for breech of contract.
  Get Outlook for Android
  
  ****** ****

  Customer Answer

  Date: 08/04/2025

  I would like to accept the option to return the scooter with a full refund and have SpinLife will waive the restock fee and cover the return shipping costs. I will await a shipping label, and further intructions. Thank you.  

  

  Business Response

  Date: 08/08/2025

  Hello ******,

  Your return authorization number was emailed to you along with a prepaid *** shipping label. As agreed upon Spinlife will waive restocking fee and will cover the cost of return shipping as a one time customer accommodation. Please be sure the item is properly repackaged and ready for pickup and shipment back. 

  Customer Answer

  Date: 08/08/2025

  I will wsit for package slop and or necessary documentation  to return your merchandise  and I am requesting a full credit  of 1872.00. 

  Customer Answer

  Date: 08/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23580334
  
  I am rejecting this response because: 

  I will wsit for package slop and or necessary documentation  to return your merchandise  and I am requesting a full credit  of 1872.00. 
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 08/12/2025

  Dear  ****** ****,

  SpinLife emailed you the return authorization and prepaid return shipping label on August 8th. *** will be picking up the item on August 13th. 

  Customer Answer

  Date: 08/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i bought a ewheel 54 mobile scooter for ******* 3 days after i received item the weld for break broke i called company they took a week to get back to me saying i can fix it in fixing problem we found other problems i told them about the rust and also sent them picture they blocked me from trying to called them also buttons on seat don't work and consol don't work i am 82 years old i am a veteran i am also disable i have A M D so i cant drive a car but this ****** is perfect for me its the ***** way i get around all i want is what i paid for working order thank you **** P. ********

  

  Business Response

  Date: 07/04/2025

  Dear **** ********,
  
  We are sorry to hear of the issues with your EW 54 scooter. We have been in contact with the manufacturer and working with them to find a resolution for you. We will be reaching out to discuss the proposed options with you.  
  

  Customer Answer

  Date: 07/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ********

  Customer Answer

  Date: 07/14/2025

  Mr. ******** called BBB stating he did not intend to close the complaint as resolved. Has not been able to get a direct response from SpinLife as to what they do to do to fix the issue with problem he is having and what he feels needs to be done.  

  Customer Answer

  Date: 07/15/2025

  From: **** ******** <************************>
  Date: Tue, Jul 15, 2025 at 8:16 AM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <**********************************************************************************************>
  

  
  
  

  Ok I really dont know were i stand with spinlife but i will make up the differance in price for another one with canopy i did ask for a break down on the unire i bought ew-54 i dont need reimbersment for the welding i had done not looking for money juat somethine that gets around with canopy thank you **** ********

  

  Business Response

  Date: 07/22/2025

  Dear **** ********,
  
  Once again we apologize for the issues you have been experiencing with your **heels scooter. SpinLife and ******* have agreed to ship to you a new ** 52 as the ** 54 is not longer available from the manufacturer. The new order is expected to ship to you shortly. 

  Customer Answer

  Date: 07/29/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  **************

  ********, **** 23536137

  SpinLife.Com, LLC

  Jul 29, 2025 11:16 AM

  
  

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a cushion much later than promised and in all my 34 years using wheelchairs and cushions this one is the most uncomfortable I have ever sat in. I immediately put it back in box and have been trying to return it and have been getting nothing but the runaround from this company for weeks! It used to be a good company and I ordered from them for years and now I see it was bought by NuMotion. My only other issue in 34 years was with NuMotion who gave me a faulty wheelchair in past then dropped me as a customer when I complained about it. I can only assume their poor and immoral business practices have now been adopted by spinlife. So ridiculous!

  

  Business Response

  Date: 06/23/2025

  Hello
  Ms. **********
  We are
  sorry that you find the Jay cushion that you purchased uncomfortable. One of
  our product experts has been working with the manufacturer to confirm if the
  correct fluid pad was shipped with your cushion. He reached out to you on June 6th via email asking for an additional photograph showing the part number on the
  fluid pad at the request of the manufacturer. Regrettably we have not heard
  back from you. You are a valued customer of SpinLife and we certainly want you
  to be satisfied with your purchase. We will be contacting you to discuss. 

  Customer Answer

  Date: 06/30/2025

  I have sent pictures to two different people at spinlife.  It seems just passing me from one person to another has been the strategy so far.  The second person is supposed to contact me this week but so far, they have just taken the position that they sent me the right cushion, regardless of the fact that this cushion does not work for me, which is the whole point.  I live on a fixed income and cannot afford to throw $387 down the drain.  On top of that I still have to order another cushion that does work, which will be $300-$500!
  
  Regards,
  
  
  
  ***** **********

  

  Business Response

  Date: 07/03/2025

  Dear
  ***** **********,

  We
  forwarded the pictures you provided to us at the manufacturers request for them for review.  Their
  findings were that the cushion that was shipped to you was built to the specifications
  that you discussed and agreed to when ordering with us. We are sorry that you
  find the cushion to be uncomfortable. Regrettably the manufacturer does not
  allow the return of cushions for hygienic reasons, even if they are not used. Customer
  satisfaction is very important to us and you are a valued customer. As an accommodation
  SpinLife will be refunding you a portion of your purchase price.

  Customer Answer

  Date: 07/15/2025

  the cushion is not just “uncomfortable”.  Spinlife is acting like it’s simply a nuisance to me and that is not the case!  I can’t use the cushion at all!  I am happy to return it brand-new and unused but I expect a full refund.  If they can not provide that, I will enlist the media and show up at their Columbus headquarters with the thing!! 
  
  
  
  Regards,
  
  
  
  ***** **********

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Pride Jazzy Air 2 elevating wheelchair from SpinLife on 1/23/25. It was delivered 2/5/25. I bought a 3 year in home service contract. Late Feb it began to stick in the upmost position. The user is high off ground. Chair randomly inched back down.

  On 3/18/25 the chair stuck in the upper position and wouldnt lower at all. Was able to get down with the help of a ladder and my husband. Activator switch assembly was faulty. A serviceman came to replace it on 3/28/25 at no cost.

  On 5/28/25 I was home alone and the chair stuck in the up position, and the joystick flashed that it was faulty. The chair would not move or lower. I was by closet so piled clothes up to land on.

  Called SpinLife on 5/28 and 5/29/25. After a long hold you must leave a message. I did, no callback.

  Called on 5/30/25, a tech said repairman would call 6/2/25 to schedule. I received no call.

  Called 6/3/25, person said tech had assigned himself the task but didnt complete it. She notified service department.

  Called 6/4/25 explained again, was hung up on. Called back, no answer, left message.

  Called again 6/5/25, emailed request for service twice to customer service.

  On 6/9/25 tech said he couldn't find a person to come out. Spoke to initial serviceman, his transmission broke couldnt come. Called manufacturer as it is warranteed. No service person they referred serves my area. I searched for service people and gave potential names to tech 6/10 and 6/11. Have left 5 more messages, no callback from tech *******, the only tech left at SpinLife.

  Nothing is happening, I get no help from Spinlife. The $4000 chair cannot be used. Furthermore, being stuck in the up position, it will not fit in a handicap-equipped vehicle to take to a shop for repair. This chair is a lemon.

  Someone at Spinlife needs to replace it OR repair it at no cost to me, OR refund me the cost of the chair and the in-home service warranty, please!

  

  Business Response

  Date: 06/18/2025

  From: ***** ***** <**************************************************************************>
  Date: Wed, Jun 18, 2025 at 9:19 AM
  Subject: Extension
  To: ********* ********** <****************************************************************************************>
  
  
  
  We have two BBB complaints that are due a response. We are working with our team and the customers on these to get resolved. Are you able to give us an extension, so we can get everything together?
  Please let me know.
  Thank you,
   
  
  
  ***** *****
  
  
  Customer Service Team Lead
  
  
  Phone:      ********************
  
  
  Website:    www.SpinLife.com
  
  
   
  

  

  Business Response

  Date: 06/24/2025

  Dear Ms. ************ sincerely apologize for your experience with your repair service and the length of time it took to resolve the issue with your power wheelchair. Customer satisfaction is very important to us and we are sorry that we did not meet your expectations. The last service technicians  report indicate that repairs were completed and the issue with you product has been resolved. Your order does show that at the time of purchase you declined the SpinLife ******************** The technicians that were sent were done at no charge to you as a SpinLife courtesy service call.
  

  Customer Answer

  Date: 07/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23456596
  
  I am rejecting this response because: 

  
  The Spinlife *** is incorrect They have not done me a favor.  I do have a paid 3 year in-home service contract. Copy of receipt in attached packet. I was advised by ******* *******, Spinlife tech supervisor, That the purchase receipt was wrongly not entered into my account and that he found it somewhere else. He said he should move it to my account, but he didnt. The *** who ***lied to my complaint needs to put the evidence of my PAID service contract into my account so that I dont need to battle for weeks every time I need a ***air of this wheelchair. In addition, the Pride manufacturers warranty states that electrical components are covered for 13 months, and ***air must be done by an authorized dealer.

  Spinlife is the authorized dealer, and according to Pride ***s and Spinlifes parent company,******** it is th only one who can ***air it, because they sold it. I received the wheelchair on Feb 2, 2025, so it was still under warranty band should have been ***aired just for that reason. Furthermore, before buying the wheelchair, I noticed on the page displaying product information, there is a house icon labeled ***************** When you touch or click on this icon, the message says, One year ********************* Screen shots are in the packet.

  However, all ***resentatives I have spoken to say that they do not honor this. Spinlife is falsely advertising a benefit that certain makes a difference in the choice of dealer I would buy from. Because of the fact I was duped by this, they allowed me to purchase a service contract after the initial purchase.

  Lastly, it is almost impossible to reach anyone at SpinLife. They rarely answer phone calls, I have been placed on hold for hours. When the robot voice comes on, it asks you to leave a message, which I did ***eated.  No one ever called me back, so I went through this for weeks.

  Finally, to get this resolved, I happened to have the phone number of the independent service person who does ***air for Spinlife in my are. That is how I finally got service. Again, I want to stress that I need the evidence I have a paid 3 year *************** contract so I do not need to spend so much time to get things fixed.  Thank You.
  Regards,
  
  ***** *****

  Customer Answer

  Date: 07/01/2025

  Re: Case Number 23456596

  Hello: Attached is a copy of the emailed receipt from Spinlife showing that I paid in full for a 3 year in-home service contract. Since SpinLife is an online only business, they send receipts through email.

  Also, Spinlife does not mail out individualized Service Agreements with names of the purchaser. Thus, I have attached the SpinLife in-************ Agreement information downloaded from their web site, along with an addendum referring to the SpinLife ****************** Agreement on page 3.  It is interesting to note at the bottom of page one and at the top of page two, warranty and replacement parts are explained. Not only are parts that are under warranty free, but so is the labor associated with installing the partsEVEN IF NO SERVICE CONTRACT WAS PURCHASED. So the repairs made both times my wheelchair broke down were actually covered by both the warranty and the purchased Service Agreement. There should have been no objection whatsoever regarding sending a tech to do the required repairs since I purchased the brand new chair on 1/23/25 and received it by white glove delivery on 2/5/2025 after it was shipped to and assembled by a service tech contracted to do this. I have not even owned it for half a year.

  Thank you for your attention to this matter,

  ***** *****

  

  Business Response

  Date: 07/04/2025

  Dear Ms. ***************** did purchase the 3 year in home service contract separate from your original purchase.Our apologies for not recognizing that. Our service agreements include in-home diagnostics and labor for warranty parts purchased through SpinLife for the duration of your service contract. In your case, you have a service contract for 3-years, so labor would be covered during that period per our policy. We would be happy to discuss our service contract with you further to answer any questions that you might have. Please contact us at your convenience. 

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a NEW 20 inch wide captains seat and got a USED 22 inch seat on my "new" merits p301 power wheelchair.

  
  After 2 repair attempts, its still missing the left arm, set screw, CORRECT factory battery bolts, tool kit, and the joystick cable is still way too short.
  I have a power chair that I can't even set in because the seat is wrong, and the steel bolts the tech put on the battery terminals WILL corrode since they are dissimilar metals risking overheating or fire.
  

  Any novice tech should KNOW that

  

  Business Response

  Date: 06/27/2025

  Dear Mr. ****,

  We are
  sorry to hear of your issues with your recent purchase. The manufacturer shipped
  the Gemini with a 22” wide seat on chair and they also shipped the additional
  20” wide seat that you ordered. Your SpinLife service technician supplied
  pictures of the two seats that you received and they have been reviewed by the manufacturer.
  Since it is difficult to see the actual sizes of what you received they would
  like additional photographs. They also shipped to you a new armrest and set screw
  that was delivered to you. We will reach out to you once again by telephone to gather
  more information so that we can work with the manufacture to resolve your
  issues as quickly as possible. Customer satisfaction is very important to us and
  you are a valued customer of SpinLife.
  

• Initial Complaint

  Date:05/19/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they sent out chocolate chair not red like I ordered and wrong size by weight than what I wanted. I want a refund. Lady ***** very nasty to deal with. The date ordered was the 9th a Friday. Canceled on the 14th as the weekends don't count they said. I canceled when delivery guy **** called me on the 14th and told me I have a chocolate chair to deliver so I canceled it and it was never delivered to ****. I said red not brown.

  

  Business Response

  Date: 05/26/2025

  The
  lift chair that was shipped was correct. We are sorry that there was confusion
  on what color and size chair that you agreed to and was sub sequentially ordered
  and shipped to you.  Since your order
  shipped and you refused to accept the delivery the return fees would apply. We
  did make an exception for you on the return shipping fee as one time accommodation.
  We are happy to see that you have placed another lift chair order with us in the
  size and color that you want. You are
  a valued customer and we would like to continue to assist you with your future mobility
  needs. 

  Customer Answer

  Date: 05/26/2025

  ********
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** ***

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a scooter in November 2024. In mid-March 2025 I started having issues with the battery draining quickly. I only got 30 minutes of energy per use. I reported the issue to Spinlife. They sent a battery, but I was unable to install it myself. The company told me I would have to pay $270 for a technician to come out and install it. A technician came out last week to change the battery. However the problem has not been resolved. I contacted them about the issue again and they are saying that I would need to spend another $270 to have another technician come out. This is not acceptable as they should have fixed the issue the first time and the chair isn't malfunctioning due to misuse. I asked if they could replace the chair since it seems the battery isn't the issue, rather it's a faulty chair. I'm on a fixed income and cannot afford to pay for multiple repair appointments. I heavily rely on my chair and this is greatly impacting my quality of life. I should not have to incur costs to fix a chair that only worked for 4 months.

  

  Business Response

  Date: 04/28/2025

  We are
  sorry that you had experienced an issue with the scooter.  Since you declined to purchase the SpinLife
  In Home Service Contract at the time you placed your order there would a charge
  to send a service technician out to your home to make any repairs or to do any
  evaluations. SpinLife will provided you
  with a one-time complimentary no charge second visit for the technician to troubleshoot
  the issue with the manufacturer. 

  Customer Answer

  Date: 05/08/2025

  The problem with my scooter has not been resolved. The technician informed me that it is the motor and not the battery. As a resolution to the scooter I would like a replacement scooter and my $270.00 back from the cost of the battery. I appreciate BBB assistance with helping me resolve this issue. Thank you Kendesha ****** 

  

  Business Response

  Date: 05/14/2025

  Ms. ****** declined to purchase a SpinLife In Home Service Service contract when she purchased her scooter.. She took delivery of the Pride scooter in November of 2024. She reported issue with the scooter to SpinLife in March of 2025. Our service department did some trouble shooting over the phone with her and determined it could be a battery issue and she was sent no charge warranty replacement batteries. Since she did not  have a service contract she was charged $249.00 to have a field service technician install the new batteries. It was determined at that time that the batteries were not causing the issues with the scooter. SpinLife is sending at no charge to her as an accommodation another field service technician to do further troubleshooting with the manufactures technical support via Live Lens. This appointment has been scheduled with Ms. ******. The manufacturers warranty is to replace any parts that are defective for repair. The scooter can not be returned and SpinLife can not refund her for batteries that she did not pay for. 

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Pride Go bike wheelchair from Spinlife in July 19,2024. The chair stopped functioning in January. I began working with Spinlife and their 3rd party repair company to fix the issue on January 3, 2025. My mother is a 5x stroke patient and not ambulatory. She uses the mobile chair to get around her large independent living facility. The repairmen have visited three times and have still not fixed the issue although each time they reported the problem solved. I have been in contact many times asking Spinlife to repair or replace the chair which is under warranty. To date my mother is still without a working chair and the company is not doing much to solve the problem. I get the runaround with weeks in between service visits. I would like this issue resolved.

  

  Business Response

  Date: 02/06/2025

  We are
  sorry that the issue with your mothers scooter was not resolved with the initial
  troubleshooting and repairs. We have consulted with the manufacturers technical
  support department to further troubleshoot with them and have ordered the
  recommended no charge warranty part needed for the repair. We have a service technician ready to make the repair once the part is received. 

  Customer Answer

  Date: 02/10/2025

  Repairman was sent by SpinLife on Saturday, February 8,2025. The repairman called us to say he cannot fix the chair and recommended that the company give us a new chair since this one cannot be repaired. I want a new chair from them immediately.
  
  
  
  Regards,
  
  
  **** *******

  

  Business Response

  Date: 02/14/2025

  We are sorry to hear that the repair part that ***** ******** recommended to us did not fix your issue with the product. The manufacture has agreed to and has processed an order for a new Go Chair.

  Customer Answer

  Date: 02/18/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************

  I called and talked to an agent who sold me a schooter. Then they delivered it I tried it out and went down the hallway and tried to turn it into the bathroom but there was hardly any turning radius. Threre also I was not told that when you turned it on you had to hold your arms striaght out to the stering and hold them there for the scooter to be able to run. 

  ************

  Attention BBB, this is further describing my complaint:

  I have several stenosis in the cervical areas. The orthopedic doctgor even told me my neck was so bad that even a operation would not improve my neck consequently I cannot hold my arms out liek that very long at all. So that kind of scooter they brought can not be used by me. I told the delivery man I can not use this scooter at all and would not sign for it. He then said he understood what I needed and fouond something that should work. The machine I bought was around $800.00.The one the delivery man was talking about cot $1,600.00. He said I would have to sign for the first one in order to be able to receive the second one. I reluctantly signed it. He told me they probably would waive the return fees since I would be buying a more expensive one even though I was going to pa for the more expensive one. They still wanted me to pay 400.00 in return fees, which is half of what the scooter cost. Also when I called bacl to this company the first time and the lady I talked to said I would have never sold you that scooter because it's not made for being run in the house. So then why in the world did this other lady sell me this scooter? It seems liek a scam. The lady sales woman sells you a scooter that does not have a turning redius for the house. Then they charge ou 400.00 in returning fees which is half of what the scooter is worth. They know or should know that piticular scooter does not belong in the house. They get 400.00 on the deal and you end up with nothing. ONly they benifit. 

  01/10/2025

  Thank you

  

  Business Response

  Date: 02/06/2025

  Dear Mr. ************,

  At the
  time of your purchase many specifications of the scooter were reviewed with you and all of your questions were answered as well as our return policy all of which you agreed to and then proceeded with
  buying this particular scooter. As a courtesy SpinLife waived the restocking fee
  however you would be responsible for the return freight fee. If you are in need
  of help to repackage the scooter and shipping the item back for you we can provide that White
  Glove return service however that would be an additional fee.